content-logo

Help page

Terms & Conditions

Important

Tech Rescued will be referenced in this document as being the company which you, the customer/subscriber holds a service agreement with by purchasing any of the service plans available at www.techrescued.com.

Tech Rescued is a subscription-based smartphone screen protection service provider. Tech Rescued is not an insurance provider, nor does Tech Rescued provide insurance policy or insurance cover. As such, the company will not be in need of governance by the financial conduct authority.

Please read this document carefully to make sure you understand the service agreement including conditions and exclusions. When you purchased a subscription plan on www.techrescued.com you selected the appropriate level of cover/plan(s) that most suited your needs and your phone. We have not provided you with any advice on the suitability of this subscription protection plan to meet your needs and you are solely responsible for ensuring that the subscription is suitable for you. Tech Rescued is a trading name of Asset Cover LTD which is a registered limited company in the UK. Asset Cover LTD is registered with companies house. Information regarding the company number and registered address can be found below.

Please read these terms & conditions carefully. This document forms the basis of your service agreement with us. It is important you understand exactly the extent of cover provided in the service agreement purchased. Please pay particular attention to the sections detailing what is covered and excess payments. If you are unsure about anything or have a query please contact us immediately via email on contact@techrescued.com.

Definitions

The following words (in bold) shall have the meanings given whenever they appear on documentation between the service provider and the customer.

Excess - means the additional amount on each claim, payable by you to the company before the claim/repair can be accepted. This payment can be made by way of credit or debit card and will be taken by the online claim form before any claim can be progressed and the device in question shipped to us for repair.

Commencement Date - means the start of the service agreement as shown in your service schedule.

Cosmetic Damage - damage that affects the appearance but not the function of the appliance, including but not limited to; marks, dents and scratches.

Exclusions - means any circumstance where we will not cover against any loss or claim.

Period of Protection - The duration noted on your plan, either monthly or annually, as determined by you depending on your preference for payment.

You, Your - means the person who purchased a subscription plan from Tech Rescued and entered into a service agreement with us and is named on the plan as the agreement/plan holder.

Plan - means the subscription plan you chose from us to protect your mobile phone/s screens.

Subscription - means the subscription plan you chose from us to protect and service your mobile phone/s screens.

Company: registered name is Asset Cover LTD with companies house. As such, the company registration number is 11991467. Company registered address: Unit 4a, Bay street, Blackburn, BB1 5NJ, Lancashire, UK.

Tech Rescued is a trading name of Asset cover LTD, and will be referenced in this document as being the company where you, the customer/subscriber holds a service agreement with us by purchasing a subscription plan from www.techrescued.com.

We, Us, Our, the company – means Tech Rescued, also known as the enforcer of the service agreement, service or subscription plan providers.

You, your, subscriber or customer is the person who is or has the service agreement agreed with us by purchasing a subscription plan with Tech Rescued from the company website.

How to get in touch

For NON claim related claim queries such as (general questions, cancelling the service agreement, upgrading your plan, upgrading personal information, upgrading registered phone on plan) email Contact@techrescued.com.

For claims related queries email Contact@techrescued.com.

Tech Rescued is a subscription-based protection service provider for mobile phone screens only.

Your Requirements

You have come to your own decision as to whether the service agreement/plan/(s) you purchased through our website meets your needs. You have decided to proceed with our service agreement at the cost and terms indicated on a non-advised sales basis, which means that no advice on the suitability of this service has been given by us. As a subscription plan holder with us, you are also the primary user of the device/devices registered to the plan/plans.

Your subscription cover with us

In return for the payment of your monthly plan this service agreement will provide you the subscription based protection and repair service of your device screen/s only during the period from the moment you purchased the service plan till you decide to cancel your subscription plan with us without a claim, or when your subscription has run its contractual course after making a claim with us. Regardless of whether you do or you don’t make a claim by availing the service on your subscription plan, you will be subject to the terms, conditions, inclusions or exclusions shown below or as amended in writing by us.

With the subscription plans on our pricing web page, you can either pay the full annual 12 months subscription for the protection and repair service, or you may decide to make monthly payments which will be a direct debit agreement between you and us. The payment option will be specified in your purchase email of the initial plan and on your (my account page) located on the Tech Rescued website.

You may cancel at any time if you have not claimed, however, if you have claimed on your account one or more times you will be tied into a 12-month service agreement starting from the date you purchased the plan to help you clear the cost of your repairs. The company excess prices are subjected to what plan you have and what registered device you are claiming for. The company excess prices for availing the service via a claim are at a good price because the customers subscription plan price alongside the excess price pays towards the price of the screen repair and service.

Maintaining protection under your service agreement

You may pay for your service agreement on an annual or monthly basis. If you have elected to pay your fees monthly, we will collect the fee for this service agreement by Direct Debit from whatever payment method you chose to purchase the plan with us. Subject to the successful collection of that monthly fee, we will provide the protection service detailed in this service agreement for the month in which the monthly fee has been collected. If the monthly fee is unable to be collected, any claim during this period may be declined based on our absolute sole discretion.

This service agreement commences on the date shown on your schedule and continues by periods of one calendar month upon receipt of your monthly fee payment. If you have elected to pay your fees by monthly Direct Debit, the service agreement does not have a specified end date and the service agreement will continue until either you or we cancel the service agreement. However, should you fail to make a payment in any month, the administrator will notify you and your service agreement will cease without any further notification 30 days from the date the last monthly fee payment was received.

Your service agreement will automatically renew following receipt of your payment including any missed payments for the period of protection as defined in your schedule.

Important information

Disclosure of important information

  • We rely on the information you provide to us either online via your account and email about your subscription and any claim which avails the service to repair the device registered on the account corresponding to the plan. If you do not answer accurately and completely any questions we ask, this might invalidate your subscription plan and/or we might reject your request to avail the service/making a claim.

Subscription Service agreement Compliance.

  • You are required to comply with all the subscription service agreements terms and conditions throughout the period of your subscription plan. Failure to do so may invalidate your subscription plan and or Availing the service.
  • Making changes to your subscription service: If you no longer have your mobile phone, or you want to make changes to the mobile phone you have registered with us on your plan or you would like to make changes to your personal information or billing information, please either log in to your account and make the changes if they allow you to do so or alternatively contact us immediately via email so we can ensure our records are up to date and your subscription service agreement remains in place.

Duration of Subscription

If you have purchased an annual subscription plan, the service agreement will last for a period of 12 months from the moment of purchase provided you have paid your premium in full and not made a claim. If you have purchased a monthly subscription service plan, the service agreement will last for a period of one month and then continue for further monthly periods provided you do not cancel and continue to pay your monthly premiums when due. If you are on a monthly subscription plan and successfully avail the service by making a claim, the service agreement will automatically put you on to the full 12 months subscription plan with us starting from the date you purchased the subscription, this is to cover the cost of your claim. This also applies to the annual subscription service agreement, after a successful claim, you cannot cancel your service agreement with us until you have fulfilled the 12 months contract from the date of purchase of your plan, again this is to cover the cost of your claim.

Automatic renewal of your service agreement

For subscription service plans purchased with an annual 12-month term we will contact you approximately 14 days before your renewal date and offer to renew your service agreement. If we do not hear from you, we will automatically renew your service agreement to make sure you have continuous cover.

For a monthly subscription service agreement on a monthly plan that have not made a successful claim with us, we will automatically renew your service agreement each month unless you cancel with us otherwise.

If you are on a service agreement subscription plan on a monthly basis or an annual term and you make a successful claim, you will be entering into a 12-month contract from the date you purchased the annual or monthly subscription plan to cover the cost of the remainder of your claim.

We may need to change the price of your subscription plan to reflect;

  • changes in the provision of the cost of the service
  • adverse conditions beyond our control which impact the number and frequency of claims
  • changes in Law or Regulation increasing the cost of compliance or ability to deliver the service
  • increases in inflation
  • increases in inflation for the product

we will provide you with at least 30 days written notice of the change which will be sent to your email address provided by you at the time of purchase of the service agreement, or to your last known address where there is an unsuccessful email submission.

Should you be unhappy with any proposed change being made to your service agreement, you will have the right to cancel your service agreement provided you have paid off your remaining month and any premium due to a successful claim/s.

Conditions and limitations

  • the service agreement provides unlimited screen replacements and repairs per device during each 12-month calendar period for annual subscription plans and monthly subscription plans of your service agreement.
  • you may cancel your service agreement within the first 14 days without charge. Once 14 days have passed you have the right to cancel your service agreement with a charge. Please read the section titled “Cancelling your Subscription service agreement” which will explain in detail
  • If you have claimed across any subscription plan (Monthly &/or annual) after the 30 days from purchase, you are unable to cancel your service agreement for the remainder of the 12 months from the moment of your purchase of the plan. This is to repay the remainder of cost of your claim through your monthly subscription or annual subscription.
  • claims can only be made 30 days after the purchase date of any plans.
  • The service agreement holder which has the registered phone on their account can only make the claim and can only claim on their registered device.
  • You can update your registered phone on the service agreement via your account on our website or emailing into contact@techrescued.com
  • You may make as many claims as you like. However, you must pay the correct excess price attached to your registered phone which corresponds to the plan that you are on with us.
  • cover under this service agreement is subject to the payment of the premium by direct debit, credit card or PayPal and premiums being up to date.
  • you must be at least 18 years of age at the time of service agreement inception and a UK resident
  • if you make a claim on your plan, your service agreement is automatically updated to ensure cover continues for the remainder of the 12 months where you will not be able to cancel to repay the remainder of your claim cost on top of the excess price paid.
  • All other costs are specifically excluded that are directly or indirectly caused by the event which led to your claim relating to abuse for your device up to a maximum, whether it be network charges or additional damages to the phones internal, external or software.
  • All plans in this service agreement will cover your screen online. Any problems with your software, damage to any and all other parts of your phone, internal or external will not be covered. Any additional features within the phone, the front facing camera, fingerprint sensors, speakers or any other components will not be covered for. We only provide cover and repair for screens covered by our service agreement only.
  • We may repair your screen by attaching a new one, however it may not meet the standards from your OEM to be water resistant or water proof. if your phone had an original manufactures specification stating a certain IP level for water resistance or water proof, our repair may not provide you with the same IP rating, however we will do our best to restore the screen to its fullest and new conditions.
  • This service agreement strictly does not cover theft or loss, nor does it cover any charges attached to your phone and or from the network at any point. It is your sole responsibility. Our service agreement only covers the screen of your registered phone on your purchased plan.
  • If you make a claim, and pay the correct excess, it is your sole responsibility to package and seal the phone correctly to prevent any further damage to the registered device and send it to us via the pre-paid label sent via email. We will take no responsibility for any damages which may occur during transit if the phone has not been properly protected and sent into us or is lost in transit before it reaches our repair lab.
  • If you decide to use your own courier service instead of our prepaid labelled courier to send the phone in to us for repair, we do not take any liability or responsibility of the device whatsoever with any delays, additional damage to the phone or theft and lost.
  • We do not replace your device, none of our plans available on the website offer any replacement devices. We attempt to restore and repair your screen only
  • Excess: You need to pay a contribution every time you make a successful claim, the amount of your excess will depend on the phone you have registered with us and the plan you are on, and must be paid before you avail the service and make a claim.
  • When you claim with us and avail the service, we will look to repair or replace your screen only. By doing this we will need to open the phone and as such we may not be able to meet the specifications of the specific IP water proof or resistance given originally by the manufacturer when repaired. We will fix and repair the screen to the best of our ability and working condition, however we do not take any liability or responsibility for your phones structural integrity if it were to lower or weaken its IP rating to resist water or be water proof.
  • This service agreement schedule is applied to all plans sold on our website, irrespective of what plan you have with us this service agreement schedule will apply.

Summary of your Tech Rescued mobile phone cover

Benefits

If you do claim, we believe in providing you with exceptional service:

  • To register a claim at any time, complete the online form from your account page
  • Once your claim is validated, we aim and try our best to either repair or replace your phone within 24 to 72 hours after it has reached us.
  • If you have not made a claim you may cancel at any time by following the correct cancelation policy by paying any outstanding balances for the month
  • If you have made a claim you will not be able to cancel your service agreement until the remainder of your 12 months have concluded from the time of purchasing the plan regardless of being on a monthly or annual subscription service.

What are you covered for?

repairing your registered mobile phone screen only in the event of:

  • Accidental Damage to the screen only
  • Breakdown (including faults) of your screen only
  • Liquid damage to the screen only
  • Unlimited claims to the registered device under your protection plan

What aren't you covered for?

  • any Loss and/or Theft in any service agreement year or month.
  • Breakdown where you have knowingly put your mobile phone at risk and/or you have not taken care of it.
  • We strictly do not cover theft or loss, nor do we cover any charges attached to your phone and or from the network at any point. It is your sole responsibility. Our plans and corresponding service agreement only cover the screen of your registered phone on your plan.
  • If you make a claim, and pay the correct excess, it is your sole responsibility to package and seal the phone correctly to prevent any further damage to the registered device and send it to us via the pre-paid label sent via email. We will take no responsibility for any damages which may occur during transit if the phone has not been properly protected and sent into us.
  • If you decide to use your own courier service instead of our prepaid labelled courier to send the phone in to us for repair, we do not take any liability of the phone whatsoever with any delays, additional damage to the phone or theft and lost.
  • We may repair your screen by attaching a new one, however it may not meet the standards from your manufactures to be water resistant or water proof. if your phone had an original manufactures specification stating a certain IP level for water resistance or water proof, our repair may not provide you with the same IP rating, however we will do our best to restore the screen to its fullest and new conditions.
  • All other costs are specifically excluded that are directly or indirectly caused by the event which led to your claim relating to abuse for your device up to a maximum, whether it be network charges or additional damages to the phones internal, external or software.
  • We do not replace your device, none of our plans corresponding to this service agreement available on the website offer any replacement devices. We attempt to restore and repair your screen only.

The Service agreement Document

Who is this cover designed for?

  • People who don't have their mobile phone screen protected elsewhere or wish to cover them separately, and who want to cover the costs of repair should a screen damage event take place.
  • Careful people – Having a mobile phone screen Protection plan doesn't mean you can take needless risks with your device
  • People who are UK residents and at least 18 years of age.
  • People who do not have cover and wish to pay a considerable amount for screen protection on replacement of screen or repair
  • People who have their mobile phone screen already broken before they purchase a plan on the website and agree to this service agreement

Basic definitions

The following defines the terms that are used throughout this document:

  • Loss: The mobile phone has been accidentally or intentionally left behind by you and you are permanently deprived of its use and unable to locate the mobile phone.
  • Theft: The physical removal of the mobile phone without the consent of the owner and with the intention of depriving the owner of it permanently.
  • Accidental Damage: Physical harm that impairs the normal function of your mobile phone screen.
  • Breakdown: Sudden failure of the mobile phone attributable to a defect within the mobile phone screen preventing normal function of your mobile phone.
  • Excess: A contribution payable by you every time you make a successful claim, as shown on your service agreement schedule.
  • Replacement: replacement of the screen only of the registered phone on your plan.

‘Taking reasonable care' of your mobile phone as we do not cover this in your plans:

  • Not knowingly leaving your mobile phone somewhere it is likely to be lost, stolen or suffer Accidental Damaged. If in doubt for Loss or Theft, ask yourself “would I leave a pile of £400 in cash there and expect to find it when I return?”
  • If you need to leave your mobile phone somewhere then you should lock it away out of sight if at all possible. If you cannot lock it away then you must leave it with someone you trust or concealed out of sight in a safe place.
  • Making reasonable enquiries to find your mobile phone if you think you have lost it.
  • Not intentionally damaging your mobile phone.

Remember, this service agreement which covers all plans available on our website does not cover any theft, loss, accidental network usage charges or usages charges related to theft. It also does not cover any part of the registered mobile phones internal or external components and even the software or data; it only protects your screen.

What you are covered for

The registered mobile phone screen only detailed on your plan and account which is owned by you or a family member, or in the case of a business owned by the business issued to and used by its employee(s).

Excess: You need to pay a contribution every time you make a successful claim on your plan. the amount of your excess will depend on the phone you have registered with us and the plan you are on, and must be paid before you avail the service and make a claim.

What you are NOT covered for

SummaryDescription
Any mobile phone not registered on your service agreementThis service agreement only covers the mobile phone detailed on your plan as a registered device or phone. If you want to cover an additional mobile phone screen, you then need to take out additional plan to cover that device. It is important to check your account regularly and advise us of any changes and/or update in your make, model or IMEI of the registered mobile phone.
International phonesThis service agreement will only repair or replace device models phone screens that the original manufacturer sold in the United Kingdom or European Union.
Any incident outside the period of Protection planThe service agreement is active for the period shown on your plan. Any incident which would result in you needing to make a claim that happens outside this date (including before) is not covered. You will have to purchase a plan again and successfully make a claim.
Breakdown covered by the manufacturer's warrantyThis service agreement does not provide cover for problems with your mobile phone that are covered by the manufacturer warranty. If your mobile phone screen does develop a fault whilst still under warranty you should follow the warranty returns process as specified by the manufacture
Loss and/or Theft claims in a service agreement or planLoss and/or Theft will not be covered with any service agreement or plan. There is no limitation on claims for Accidental Damage or Breakdown of your screen only of the registered device on your plan/account
Loss, Theft, Accidental Damage or Breakdown as a result of you not Taking Reasonable Care of your mobile phoneWe know how important your mobile phone is to you and we expect that you will take care of your mobile phone. We will not take into account where you are or what you did to damage your screen. We do not cover theft and loss of your device, we only cover your mobile screen only, we do not cover your internal speaker, front facing camera, fingerprint sensor or any other component, we will only cover your screen. You must not knowingly leave your mobile phone somewhere you can't see it but others can, for example: • in a cafe or pub you leave your mobile phone on the table when you go to the bar to pick up your drink instead of taking it with you • leaving your mobile phone on display in your car • leaving your mobile phone in the care of someone you don't know well • if you are at the gym and you leave your mobile phone on a bench in the changing rooms rather than taking it with you or locking it in a locker These examples are only to help you understand what's not covered.
Mobile phones which were not to manufacturer standards at the time of purchaseWe can cover mobile phones screen only and your claim will be valid to fix the screen only. If you purchased a device which was not functioning as intended by the manufacturer at the time of purchase and at the time of taking out this service agreement, then we will only cover your screen and not your whole device, whether external, internal, software or data related.
Unauthorised repairsWe will not cover the cost of repairs whether it is the screen only or any other part of the device from any third party providing repair
Contents of your mobile phoneWe only cover the mobile phone screen; this service agreement does not cover the contents stored on the mobile phone. This means that any pictures, software, downloads, apps, music or any other content is not covered by this service agreement so make sure you back it up regularly. There are many ways to back-up the contents of your mobile phone and download them back onto your Replacement mobile phone if you were to claim for your screen to be fixed.
Individual AccessoriesAny and all Accessories of your mobile phone are not covered by this service agreement.
Other LossesWe don't cover any loss of profit, opportunity, subscription fees, line rental, goodwill or similar losses.
ModificationsIf your mobile phone has been modified in any way, we will only replace the mobile phone screen, we do not cover the modifications that have been made. Modifications are anything that changes the way your mobile phone looks or operates from the original specifications. This includes things like adding gems, precious metals or making software changes such as unlocking your mobile phone from a network
Terrorism or cyber attacksAny Loss or Theft, or any other damage other than the screen itself as a consequence of war, invasion, act of foreign enemy, hostilities, civil war, cyber-attack, nuclear radiation, natural disasters, terrorism, rebellion, revolution or military or usurped power is not covered by this service agreement.
Shipping with other couriersIf you decide to ship to us with a courier which is not our preferred choice of courier provided to you during the claim process then we will not take any liability or responsibility for any loss, theft or additional damage to the phone.
ShippingWhen you have gone through the claim process you will need to securely, properly and safely package your device and send it into us. We will not take any responsibility or liability on any faults or additional damage that arise from any negligence. If there is a loss, we will work with the courier service to locate your package. You must always keep your receipt whether paper based or electronic, we will not be liable for any losses, damages or faults. As any loss or theft or damages that occur during transit to us by a third-party courier, we will not be liable or responsible, we will however help to pay out up to a certain amount of £100 after careful and through investigation which may not be the price of your device. We do not handle the shipping. This is done by a third-party company.
Phone IP resistanceWhen you claim with us and avail the service, we will look to repair or replace your screen. By doing this we will need to open the phone and as such we may not be able to meet the specifications of the specific IP water proof or resistance given originally by the manufacturer when repaired. We will fix and repair the screen to the best of our ability and working condition, however we do not take any liability or responsibility for your phones structural integrity if it were to lose or weaken its IP rating to resist water or be water proof.
Phone contentsWhen you make a claim, you must back up your phone to an appropriate source. We do not take any responsibility for any loss of content or photos or any data on the device. You must follow the correct procedure for backing up your given device for which the claim is being made for. We will wipe your phone to adhere to data protection laws. You must also remove any iCloud or Samsung or any other accounts from other device makes attached to the registered phone. In the event we are unable to carry out necessary repairs, checks and testing or any other content/restrictions limiting us to correctly repair and test your phone, you will be sent back your device, and refunded your claim less a charge of 85% from your excess paid for losses to the company.

Changing your registered phone

If you get a different phone and you want this service agreement cover to be transferred to your new phone you must get in touch with our customer service team or make the changes if possible, on your account section on our website or by emailing in to (contact@techrescued.com). While we usually approve upgrades, we reserve the right to decline an upgrade request. Provided you do not upgrade your plan with us and decide to make changes to your registered phone, the claim excess premium will be adjusted according to new registered device.

Where am I covered?

Your service agreement will cover your registered device anywhere in the world providing the device was purchased within the UK.

Repaired registered devices will be delivered only to a UK address listed on your account.

What are my obligations?

You must provide full and accurate information to all questions asked. Your answers must be true to the best of your knowledge and belief. Your answers will form part of the statement of facts on which your service agreement will be based. If you become aware that information you have given us is inaccurate or has changed, you must inform us as soon as possible. Failure to do this may invalidate your cover with us.

You must follow our online claims process which can be accessed on your account page on the website after 30 days from the purchase of your service agreement

When and how do I pay?

Monthly payments are made as a Direct Debit and annual policies can be set up either by PayPal or Credit Card, debit card as a monthly/annual Direct Debit.

When does the cover start and end?

Your cover begins after the 14-day cooling off period, which starts on the date you purchase the service agreement. Only after 30 days have passed will you be allowed to make a claim.

If you choose to make a claim on your plan after 30 days, you will be tied into a 12-month contract starting from the date you purchased your plan. This is so you can pay off the remainder of your cost of claim.

Claims Process

We have a very hassle-free easy claim process.

You can only make a claim from your account after 30 days.

Only the subscription plan holder of the registered phone the account belongs to can make a claim.

To make a claim, visit your account page on our website and navigate to the claim button, this will take you to a page which you must fill out and or confirm the information about you, your claim and if your device is true. You must also accept the terms and conditions which are linked to your claim. Remember, if you claim after 30 days, you are not allowed to cancel your subscription for 12 months, which start from the moment you purchased the subscription plan. You will then be given an excess claim price for your claim which is calculated by the plan that you have with us and the registered device you are claiming for. Once this is complete you will be given the shipping terms. We advise you to carefully, properly and securely wrap your device and package it for shipping to us. We are not liable for any damages or faults which may arise regardless of negligence. You may not receive the amount which is appropriate for your device. If you decide to use your own courier, we will not take any responsibility or liability for your claimed device whatsoever.

To start your claim, you can log on to your account via our website and click on the claim button, follow the steps, confirm all statements and information, pay the correct excess premium, safely wrap and secure the package and send to us via the courier.

Section B: Contacting us and the claims procedure

Contacting us to report your claim

As stated in section A, you can log your claim online via your account portal going through the claim page.

The longer your device screen is damaged the more vulnerable your device and its data contents become vulnerable. We do recommend you log a claim and avail the service to repair your screen as soon as possible. Any damage caused to any other components, internal or external to the phone other than the screen itself is not covered.

You can contact us regarding claims in the following ways:

  • Registering and logging in to your online account portal at www.techrescued.com and submitting your claim.

If you have any questions regarding your plans, your claims or any other aspect of your service agreement, including updating your service agreement details, please get in contact with our Customer Support team by email at claims@techrescued.com or through our website's FAQ Centre at www.techrescued.com/faq

What happens once you have reported your claim?

When you have reported the claim to us via online

  • You will have accepted the terms and conditions for making the claim on the plan/service agreement
  • You will have paid the correct excess for your claim/availing the service. You will need to pay your Excess for every claim you make before the service is accepted and availed
  • You must then wrap and safely securely your device inside a package
  • You must then use the shipping label either emailed to you or a pdf given to you after the claim has been paid for and take this to the closest couriers drop off point or wait for collection given to you or chosen by you.
  • We receive your package the next day and repair it that same day, we then aim to send it back to you that same day and have it back with you via next day delivery.
  • We do understand that every claim is different and we will make every effort to take this into consideration.

What you need to know about the claims process

We need to know that the device you are claiming for and availing the service is yours or that of the service agreement/plan/subscription holder.

  • You will need to be able to tell us the make and model of your mobile phone.
  • We will require all the information to be correct and up to date on your account page before making a claim
  • We may ask to see something that tells us that the items you are claiming for belong to you and confirms the If the IMEI number on the mobile phone has been tampered with which may lead to your claim or repair service being denied.
  • We reserve the right to decide whether to repair or replace your device.
  • Repairs will always be endeavoured to be made from new parts: However, repairs may be made using readily available parts, or we may provide refurbished products which may contain parts, which are of similar or equivalent specification, and which may include unbranded parts.
  • We will require that you pay any of the outstanding annual or monthly premiums prior to settling any claim.
  • You cannot cancel your subscription service agreement with us if you make 1 or more claims. You will be tied down to a 12-month contract which starts from the date you made the purchase of a plan.
  • This service agreement is provided in addition to any manufacturer's warranty that applies to your mobile phone (“applicable manufacturer's warranty”). In the case of Breakdown covered by the manufacturer's warranty, you should first claim on that warranty.
  • If you have a manufacturer’s warranty and you make a claim with us, we repair your device, then we do not hold any liability or responsibility for your warranty being void with your manufacturer as we implore you to seek a claim on your manufacturer’s warranty before coming to us.
  • Nothing in this service agreement is intended to affect your rights under the applicable manufacturer's warranty or your statutory rights., in accordance with the terms of the applicable manufacturer's warranty for the unexpired period of the applicable manufacturer's warranty
  • When we replace the mobile phone screen, we will always endeavour to give you a new part first: However, the replacement in any event may or may not be a reconditioned mobile phone screen.
  • You may or may not be given an exact manufacturer level worthy screen as replacement.
  • If we are unable to replace your mobile phone screen with the same make and model, we will contact you to discuss an alternative claim settlement. In any circumstance, any settlement will be capped at device’s recommended retail price in the United Kingdom.
  • At the event of a claim, Any removed and unwanted mobile phone screens or components, parts or materials replaced by us shall become the property of the company.

We treat our customers fairly and with respect so that we can handle valid claims promptly. This is a required process from our company and necessarily you must provide us with all information requested. Failure to do so will slow down the handling of your repair service and could invalidate your service agreement. Please deal with our personnel with full respect at all times.

What if your claim is rejected?

We have a 100% claim acceptance rate. All claims are usually accepted. however, in the even your claim is not accepted, if you're not happy with the claim’s decision, we want to hear from you as soon as possible. Please follow the complaints process described in the section ‘Making an enquiry or complaint' below.

Fraud

We do not tolerate any aspect of fraudulent activity. We work closely and share data with law enforcement agencies and airtime providers to identify fraud and support prosecution where the appropriate evidence exists. Our fraud team would work tirelessly to prevent and detect fraud. We, and other organizations, may access and use the information recorded by fraud prevention agencies, from both the UK and from other countries. It is important that when applying for subscription service, or submitting a claim you or anyone acting on your behalf must take reasonable care to answer all questions honestly and to the best of your knowledge. Failure to do so may affect the validity of your service agreement/subscription.

If false or inaccurate information is provided and fraud is identified then we will:

  • Not honour the claim and we will cancel your service agreement. If an Excess has been paid this will not be returned in full, this is not a penalty, this is to cover our costs.
  • Report you to the relevant authorities and take legal action, if necessary, to recover any money already paid by us on your claim.
  • Put the details of the fraudulent claim onto a register of claims to share information to prevent fraudulent claims.
  • Pass the details to fraud prevention agencies. Law enforcement agencies may access and use this information. Other organizations may also access and use this information to prevent fraud and money laundering, for example, when
    • Checking details on applications for credit and credit related accounts or facilities
    • Managing credit and credit related accounts or facilities
    • Recovering debt
    • Checking details on proposals and claims for all types of insurance
    • Checking details of job applicants and employees

Price of your Claim/service

The exact premium due in the event of a claim for your subscription service agreement and on the registered phone you have with us is detailed on our FAQ page under the excess claim matrix question, where you will find a breakdown of how much excess you pay in accordance to what plan you have and what phone is registered on that specific plan.

Duration of this Service agreement (Period of cover)

The service agreement/subscription for the monthly plan and annual plans shall run for 1 rolling month and they start from the date you purchased the subscription. The start dates up until you decide to cancel is shown on your account on the purchase of your plan and the email via monthly or annual payment confirmations, unless any of the following happens:

  • You cancel the subscription having not claimed.
  • You fail to pay any monthly instalment of your monthly plan or paying for your annual plan.
  • We cancel the subscription

Cancelling your Subscription service agreement

If you elect to cancel your insurance within the 14 days after your service agreement start date, you will be entitled to receive a full refund, providing no claim has been made.

If you have not claimed/availed the repair service, at all other time during your period of subscription you can cancel by giving us 30 days email notice. We will be entitled to collect a subscription from you for this 30 day period. If you are on a monthly subscription plan, this will mean we will collect one further monthly payment from you. If you pay an annual subscription this will mean we will return any unexpired period to you. If you do wish to exercise your right to cancel your service agreement provided you have not claimed, you can do so at any time by contacting us by email at contact@techrescued.com or in writing to Tech Rescued, unit 4a, Bay street, BB1 5NJ by stating your name, email, your address and registered make and model.

If a claim has been made by you, we will not return any premium and you must still pay us the remaining months which should equate to 12 monthly payments which start from the date you originally purchased the plan. If you do not pay the remaining amount of your 12-month remaining premium, we will take legal proceedings against you to recover any outstanding subscription or excess claim amount, this is due to us having to recover the cost of claims from parts being purchased, labour, shipping, tax paid, admin fees etc.

We can cancel the service agreement without notice if you do not pay the monthly premium when due, if you make a claim which we believe to be fraudulent or you have breached any of your service agreement terms and/or conditions.

Consumer protection code

You must take reasonable care to provide complete and accurate answers to the questions we ask when you take out, make changes to and renew your service agreement. You must tell us of any changes to the answers and personal information required for the service agreement to be true as soon as possible. If any information you provide is not complete and accurate, this may mean your service agreement &/or your claim is invalid with us. if certain details are wrong or not up to date and you had also paid any excess price by claiming then this would not be refunded to you; this is due to us having to recover the cost of claims from parts being purchased, labour, shipping, tax paid, admin fees etc.

Statement of demands and needs

This service agreement meets the demands and needs of those who wish to protect their device screen against accidental damage, mechanical breakdown, liquid damage. We have not provided you with advice on this service agreement.

Making an enquiry or complaint

We will always try to be fair and reasonable. If you believe we have not provided you with a satisfactory level of service, please tell us so that we can do our best to resolve the problem. The easiest way to contact us is to email us on contact@techrescued.com. We will do everything possible to ensure that your query is dealt with promptly.

Choice of law

The laws of England and Wales applies to this service agreement. All communication with you will be in English.

If we need to change the terms of the service agreement

In the event that we need to change the terms, we will give you 30 days' notice via email to your last known valid email address you have provided with us. This will only be for valid reasons such as due to changes in the law, or inflation, to meet regulatory requirements, industry guidance or codes of practice, to proportionately reflect other legitimate cost increases or reductions associated with providing the service agreement, or where we choose to change the level of the service agreement.

Service Agreement

In designing our service agreement, we decided to become fully independent but still operate a similar underwriting model as required by the Insurance Industry. As a service provider, we operate as a non-insurance registered entity. This is a very important attribute in keeping our operating costs to a minimum. Traditional warranty companies usually operate on an insured basis and are either owned or contracted to an insurance company.

As such, we are not required to be registered with the Financial Conduct Authority. Our service agreement is outside of the FCA’s remit, as it is a service agreement. This operational model allows us a discretion to approve claims strictly in accordance with our Terms and Conditions.

Data Protection: How we handle your personal information.

We comply with the Data Protection Act 2018. We are committed to preserving the privacy of our customers. Please read the following privacy service agreement in conjunction to those on our website, and if applicable, the apps downloaded, to understand how we will use and protect the information that you provide to us. If you are purchasing the service agreement on behalf of another person (family member or employee), you will secure the consent of that person to share their personal data with us in accordance to our terms and conditions.

By purchasing this subscription/service agreement/plan/cover from us you consent to the collection and use of your information under the terms of this privacy service agreement for the purposes of effecting and administering this insurance service agreement. The information you provide will be used by us to supply you with the services for which you have registered and we may use the information to contact you to obtain your views on our services and to let you know about important changes to the services which we offer

The information you provide to us about you and the registered mobile phone will be shared with the authorised agents of the company and any other legitimate personnel or companies to help us in our service to you. In order to prevent fraud, we may or may not share information with other companies and fraud prevention agencies where this had been detected.

We may contact you by post, mobile phone, text or e-mail. Your information will not be used or disclosed other than in accordance with this privacy service agreement, or without your permission, unless required by law. If you would prefer us not to contact you to obtain your views and/or you change your mind in the future and would like us to stop contacting you for this purpose, please write a letter to: Support, Tech Rescued, unit 4a bay street, BB1 5NJ.

We may co-operate with the Police and any other relevant authorities or organizations in connection with any misuse or suspected misuse of the services provided by us or other telecommunications services provided by any member of our group of companies. If necessary, we may divulge information about you for this purpose. You have a right to ask for a copy of the data held about you and you may ask us to make any necessary changes to ensure that it is accurate and kept up-to-date. If you wish to do this, please contact Customer Support on contact@techrescued.com

We employ a secure website to protect your information from access by unauthorised persons and against unlawful use, accidental loss, destruction and damage. We will retain your information for a reasonable period or as long as the law requires. Any changes to our privacy service agreement will be notified to you in the appropriate way. All comments, queries and requests relating to our use of your information are welcomed and should be addressed as specified above

You confirm that you consent to transfers of your data outside the EEA for the purposes described in this service agreement. If we transfer your information to a person, office, branch, organization, service provider or agent in another country, we will make sure that they agree to apply the same levels of protection as we are required to apply to information held in the UK and to use your information only for the purposes that we have permitted.

Additional conditions and limitations

  • Claims can only be made 30 days after purchase of the service agreement
  • 1 device registration per plan purchased via our website online on individual plans
  • unlimited claims within 12 months which includes excess claim premium.
  • In the event your registered device is lost during a transit via 3rd party couriers we will not pay the full amount, this is where the customer takes full responsibility and liability and receives only whatever was insured by the customers 3rd party courier.
  • The registered device must back up all data before sending to us for repair after claiming/availing the service.
  • We will wipe the phone again to ensure data protection.
  • We may take longer to fix your phone for any number of reasons.
  • You cannot claim if your registered device screen has general wear and tear and is not broken.
  • We are not liable for any part of the screen outside or inside components even if the components are the fingerprint sensor, front speaker, front facing camera or any other component, we solely provide cover and service for the front of the screen only.
  • We may contact you to inform you of a problem with internal components. In rare cases where the front camera is damaged alongside the screen, and if we decide to fix this issue, we will charge you an additional premium for parts on top of the excess listed for your phone to replace the damaged component.
  • You cannot claim on another phone that is not registered to your account.
  • You may change the device registered on your account if you have upgraded or changed mobile.
  • You can take out cover with us even if your screen is broken as we provide a service. We will only provide cover for and fix your screen.
  • This service agreements does not cover your registered devices software or its data
  • You can make as many claims within your contract length, all the excess prices for any and all additional claims are set at a figure for your registered devices category on the specific plan you have purchased.
  • We may change the excess you may pay for your registered device at any time. This is due to a fluctuating cost to the company by other 3rd party suppliers.
  • you must endeavour to return the registered device to us as soon as possible once the claim has been made.
  • As a company we provide a service to you and cover your registered device screen however we do not provide insurance or are regulated by the FCA as mentioned above in the service agreement.
  • We will not process a claim on a device that is not registered to your account.
  • We will cancel or reject the claim at any moment we feel fraud, or any other form of illegal endeavours have been taken by yourself to defraud the company and its services.
  • After opening a claim, you must make sure you secure the package as best you can in a wrap which will best protect the registered device on its courier journey to us.
  • We do not take any liability to additional damaged sustained whilst the phone is in transit via a courier.
  • When the return has been processed by you for the courier to return the package to us, if, the package is then lost on route to us, we do not take any liability. You must keep the receipt you receive from the courier for the returns package. This will help you in receiving your collateral insurance that may be given from the courier. We cannot and will not compensate or add on any additional premiums owed to you by the courier if your item is lost. In the case this happens, you must contact the courier and inform them of the situation. You must also inform us of the issue.
  • The company does not take any liability for any data left on the device once it returns to us for the service once a claim is opened. The company will erase any data to allow the service to be carried out effectively and efficiently for the quality testing phase. If the phone is locked or contains icloud, Samsung or any other accounts which cause us difficulty in carrying out the correct repairs, testing and quality assurance then we will return the phone to you in its previous state and you will not be given a refund on the excess or monthly premiums as a collateral for our costs.
  • You, as the claimant must make sure all your data is fully backed up before sending the registered device to the company for the service to be carried out.
  • For the claim to be successful, you must pay the full excess amount that is highlighted for your phones claim price.
  • You are not allowed to split the excess payment over your contractual months that is to be paid for a claim on your registered phone.
  • You cannot cancel your contract for 12 months from the date of purchase once a claim has been made.
  • If a claim has been made, You must not cancel your direct debit until the agreed 12 months are over which start from the date you purchased the plan and consequent service agreement
  • You must not make a claim on a phone which is not registered under the service agreement under your name on your account.
  • If you are making a claim by going through our online process via your “my account” page, then you must first pay the agreed upon excess for your registered phone you are making the claim on.
  • If the excess is not paid, your claim will not be complete and we will not carry out the services on your phone.
  • You must keep up to date the billing information such as your account name account number sort code, any other payment details, bank cards, paypal payment. To make these changes, you can can log in to your account page via our website. If the website does not allow you to do this you must email in to contact@techrescued.com with your name and address alongside the new payment details you wish to update.
  • You must keep up to date all personal information about the service agreement holder.
  • If you do have a new phone and wish for the service agreement to be transferred to this new phone you must register it in your “my accounts” or email into us at contact@techrescued.com to make a change. A claim will not be processed if the phone is not registered to you service agreement.
  • You must not claim on behalf of anyone else. The claim must be made by the service agreement holder.
  • If you have a family bundle then you are only allowed to claim one at a time.
  • The screen replaced may not match the original specification provided by the manufacturer of the registered phone.
  • The screen when fixed by us during the claim may not retain its original IP rating which is listed by the original manufacturer for the phone being water resistant or proof. We take no liability or responsibility for any damages that occur after your claim has been settled and your phone has been fixed.

Company Information

Tech Rescued is a trading name of Asset Cover LTD which is a registered limited company in the UK. Asset Cover LTD is registered with companies house, registration number 11991467. Company registered address is Unit 4a, Bay street, Blackburn, BB1 5NJ, Lancashire, UK.

Contact

Online via your account on the website: our 24 hour online account section on the website allows you to report a claim by booking in a service, Log into ‘My Account’ on www.techrescued.com using your username and password.

Customer services

We are open (Mon – Fri 8:30 a.m. to p.m.) Contact@techrescued.com for NON claim related claim queries

Claims@techrescued.com for claims related queries

Complaints

For all complaints and feedback contact@techrescued.com